"There 's got to be more to life than fighting for fishheads." Jonathan Livingston Seagull

Tuesday, November 29, 2011

Inverted 30 : 70 Ratio - Customer Experience

Writing is like a pregnant lady. Till the time u deliver (write) u r restless.

Today I met a ED of one of the industry chambers in Mumbai.

Agenda: Customer Experience for their Members

One more management jargon was his initial reaction.

Well a big NO.

All earlier version of business performance improvements were internal & limited focus like - TQM, Six Sigma, BPR, Lean, TOC - all are fine but these projects are never worked keeping CUSTOMER @ d center.

One can argue that six sigma and lean or for that matter TQM are obviously for the customers. However its not. Everything is to work on improving internal efficiency and productivity. Its necessary but not sufficient.

Unless the organisation as a whole looks in one direction i.e. Customers, unless everyone is aware about impact of their action or inaction on the customer experience, unless internal massive projects are touching customer experience at all the touch points, unless customer experience is designed keeping in mind end to end touch points in mind, unless one single person responsible for end to end customer experience, they are not customer focused projects.

"If the optimal business decision in the old world was too spend 30 percent of your time, energy, focus, and dollars on building great customer experience, and 70 percent of your time, energy, focus, and dollars on shouting about it, today that's inverted. Today, the optimal thing to do is to spend 70 percent of your time, energy, focus, and dollars on building great customer experience and 30 percent shouting about it."

Next question is - HOW? { when and why are now obvious} Watch out this place!!!